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Incoming Email Settings

Service Desk > Configure > Incoming Email Settings

Ticket requests are created when Service Desk receives a request to create a ticket. Ticket requests are based on either an inbound email or system event, such as alarm conditions. Incoming Email Settings and linked service desk procedures determine how ticket requests are processed into tickets, what service desks are used to create the tickets, and whether ticket requests are canceled.

Ticket Requests from Inbound Email

The Incoming Email Settings page specifies one or more readers to periodically poll POP3 email accounts. Email messages are downloaded and used to create ticket requests.

Ticket Requests From System Events

Ticket requests can be created by system events, such as alarm conditions. For example, you can create a Service Desk ticket by clicking the New Ticket... link in Monitor > Alarm Summary.

  • The Service Desk module must be activated to process ticket requests from system events.
  • Incoming Email Settings must be enabled. No readers need be defined.
  • You can optionally specify a unique Ticket Request De-Dup or Ticket Request Mapping procedure to process ticket requests from system events.
  • See the Test Property Value of the Receipt command for details on testing the property values of ticket requests, including the source system event of the ticket request. This IF command is only available in a Ticket Request Mapping procedure.

Email Ignore Subject List

You can prevent inbound emails from being converted into tickets based on words or phrases found in email subject lines using the Reject inbound emails containing the following in the subject line field in Ticketing > Email Reader. This same filter list affects both the Ticketing email reader and all Service Desk email readers. This list can also be maintained manually by editing the <Kaseya_Installation_Directory>\Kaseya\KServer\ignoreSubject.txt file.

General tab

The following action buttons apply to all email readers defined in the Readers tab.

  • Edit - Click to edit the following:
    • Poll Interval - Specify how frequently all email readers connect to email accounts. The default connection frequency is 2 minutes.
    • Alarm Mapping Procedure - The Ticket Request Mapping procedure to run when a ticket is created from a system event, such as an alarm condition. A Ticket Request Mapping procedure sets the attributes of a ticket request, just before the ticket is created, including the service desk definition used to create the ticket.
    • Alarm De-Dup Procedure - The Ticket Request De-Dup procedure to run when a ticket is created from a system event, such as an alarm condition. A Ticket Request De-Dup procedure compares a ticket request with existing tickets to determine if the ticket request is a duplicate. If a ticket request is a duplicate of existing tickets, the ticket request is canceled.
    • Alarm Default Service Desk - The service desk definition to use to create tickets from alarms. Can be overridden by the Alarm Mapping Procedure.
  • Connect Now - Polls all emails readers immediately.
  • Enable - Enables polling by all email readers. Also enables alarm integration if Service Desk is activated.
  • Disable - Disables polling of all email readers.

    Note: If one or more email readers are failing to connect, click Disable, then click Enable to re-initialize polling.

Readers tab

Click New to display the Add Email Account window, or click an existing email reader, then click Edit to display the Change Email Account window. Enter the following attributes:

  • ID - The name of the email reader.
  • Host Name - The host name of a POP3 email server. POP3 is the only email protocol supported. For example, pop.yourmail.com. The email server may require a host name in the Host Name field instead of an IP address if Use SSL is also checked.
  • Port Number - The port number used by the POP3 service. This is normally 110 or 995.
  • Logon ID - The email account name. Do not include the @ suffix. For example if the entire email address is acme@yourmail.com, enter acme in this field.
  • Password - The email account password.
  • Reply Email Address - Specifies the From address for outbound emails. The From address of an outbound email is specified using the following order of precedence:
    1. If there is a From address in the Send Email step of a procedure, then that address is used.
    2. Else the Send Email step uses the From address provided by a linked Service Desk > Message Template, if the link exists and a From address is specified.
    3. Else the Send Email step uses the Reply Email Address of the Service Desk > Incoming Email Settings > email reader linked to the service desk. This link between the email reader and the service desk is set using the Service Desk > Definitions > Properties > General > Standard Field Defaults > Email field.
    4. Else the Default Sender Email address set in System > Outbound Email is used.
  • Disable Reader - If checked, email is no longer retrieved from the POP3 server.
  • Use SSL - If checked, communication with the POP3 server is encrypted using SSL. Your POP3 server must support SSL to use this feature. Some systems require a SSL POP3 connection, and the corresponding port number is 995. The email server may require a host name in the Host Name field instead of an IP address if Use SSL is also checked.
  • Process HTML content in reply emails - Checked by default. If blank, ignores HTML formatting in reply email and only examines the plain text reply message. Reply messages may be poorly formatted, confusing the processing of inbound email reply messages. Uncheck this checkbox if reply emails generate errors while attempting to update the original ticket.
  • Receipt Dup - A Ticket Request De-Dup procedure compares a ticket request with existing tickets to determine if the ticket request is a duplicate. If a ticket request is a duplicate of existing tickets, the ticket request is canceled.
  • Receipt Map - A Ticket Request Mapping procedure sets the attributes of a ticket request, just before the ticket is created, including the service desk definition used to create the ticket.

Log

The log lists email reader tasks successfully completed and any errors that may have occurred.

Contents of Email

A reader can receive plain or HTML formatted email, with or without attachments, and add the contents to the ticketing system. RTF formatted emails are not supported. The following tags can be included in either the subject or the body of the email. Tags are case-insensitive.

Existing Tickets Only

  • ~ticid='xxx' - Appends the body of the email to an existing ticket.

New and Existing Tickets

  • ~hide - Makes the note a hidden note. The ~hide tag itself is removed.

New Tickets Only

  • ~username=’xxx’ - Automatically inserts the value given as xxx into the Submitter Name field.

    Note: If ~username=’xxx’ is not included in the either the subject or the body of the email, then the email sender's From address is used to populate the Submitter Name field.

  • ~useremail=’xxx’ - Automatically inserts the value given as xxx into the Submitter Email field.
  • ~assignee=’xxx’ - Assigns the ticket created to a specific user. The user must exist.
  • ~machineid=’xxx.xxx’ - Assigns the ticket created to a machine ID. The machine ID must exist.
  • ~machinegroup=’xxx.xxx’ - Assigns the ticket created to a machine ID. The machine ID must exist.

    Note: The following fields are defined by service desk definition.

  • ~category=’xxx’ - Assigns the ticket created to a specific category. The category must exist.
  • ~priority=’xxx’ - Assigns the ticket created to a specific priority. The priority must exist.
  • ~status=’xxx’ - Assigns the ticket created to a specific status. The status must exist.
  • ~severity='xxx' - Assigns the ticket created to a specific severity. The severity must exist.
  • ~customfield=’xxx’ - Assigns the ticket created to the specified value of a custom field ID. The custom field ID must exist.